Customer Success Manager

Position Overview

• Location Type: Remote (Preference for MST/PST)
• Employment Type: Full Time
• Salary: Not specified

The Customer Success Manager is responsible for overall client satisfaction and referencability, building and managing long-term business relationships between SailPoint and assigned client accounts. This role serves as a customer advocate and business consultant for multiple accounts by helping our clients achieve success through the use of SailPoint’s product and services. This role is all about client satisfaction and is not a quota carrying sales position.

Responsibilities

• Manage the business relationship between SailPoint and assigned client accounts.
• Responsible for overall client satisfaction.
• Provide coaching and advice to clients on the use of SailPoint’s solutions for identity management, compliance, role management, and access request management.
• Develop insights into the challenges faced by client organizations and provide recommendations based on an in-depth understanding of how IdentityIQ and Identity Security Cloud solves those problems.
• Proactively share best practices.
• Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement, and other areas that could have an effect on the clients’ ongoing use and/or satisfaction with SailPoint’s products and services.
• Provide strategic updates on clients’ performance to SailPoint Senior Management; provide regular status updates to account teams and Sales Managers.
• Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth.
• Ensure maintenance contract renewal.
• Track customer connection and data through Salesforce and Gainsight.

Requirements

• 2-4 years of strong customer facing skills.

Initial Goals (Within First Month)

• Training on internal SailPoint processes and products.
• Joining other CSMs on customer calls.
• Customer introductions as the point of contact.
• Familiarization with different departments (support, product management, development, and sales) on behalf of the customer.
• Demonstrated responsiveness and accountability to customers.

Mid-Term Goals (Within 4-7 Weeks)

• Receiving 1/3 or more of the book of business.
• Guiding customers towards identity objectives through recurring touch point meetings.
• Gathering a high-level understanding of the product portfolio, the value proposition, and how customers are using products.

Long-Term Goals (Within 1 Year)

• Successfully receiving the entire book of business and all accounts.
• Identifying referenceable customers.
• Conducting executive business reviews for clients.
• Identifying and remediating accounts at risk of churn.
• Creating success plans for all accounts to drive product adoption, utilization, and ROI.
• Efforts focused on reducing churn risk and securing product expansion and renewals.

Company Information

• Not specified.